709.01 What Benefits May Be Replaced (FSM)

SR 23-36 Dated 09/23

Previous Policy

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Replacement of SNAP Benefits Not Due to a Disaster

Advise the applicant at the initial eligibility interview and at each recertification that the individual is responsible for the security of the EBT card and that SNAP benefits will not be replaced if:

·      the EBT card is used by an unauthorized individual any time after it has been activated; or

·      the recipient or authorized representative (AR) has already used the EBT card to access the  benefits.

 

Exception: Electronic Stolen Benefits (skimming, card cloning and similar fraudulent methods) are eligible for replacement.  “Similar fraudulent methods” could include, but are not limited to, phishing or scamming.

 

Replacement of EBT Benefits for Electronic Stolen Benefits

Issue replacement benefits for electronic stolen benefits when a recipient:

·      reports that SNAP benefits were stolen by skimming, card cloning, or similar fraudulent methods within 30 days of the date of the theft was discovered;

·      provides BFA form 473, Attestation and Verification of Electronic Stolen Benefits, or an equivalent signed statement; and

·      the EBT team verifies that the transactions reported meet the pattern of electronic stolen benefits.

 

See Section 709.27 Replacing Electronic Stolen Benefits for more information.

 

Replacement of Electronic Benefit Transfer (EBT) Cards

Reissue an EBT card to the recipient or AR if reported by the recipient as lost, stolen, or damaged. Advise any recipient who reports a lost, stolen, or damaged EBT card, or unauthorized use of their EBT card to cancel the card by calling the toll free EBT customer service number at 1-888-997-9777 or by using the mobile app ebtEDGE.

·      Replacement EBT cards are mailed directly to the cardholder’s current mailing address.

 

Replacement of Benefits Due to an EBT Transaction Error

An EBT transaction error occurs when, due to a systems error or malfunction, the retailer or merchant is not credited with some or all of the transfer of funds.

All EBT account transaction errors are investigated and resolved within 10 business days. At the conclusion of the investigation, the client’s EBT account is credited or debited with the amount under investigation.

·     If it is determined that a merchant was not credited for the full EBT transaction amount, the recipient’s EBT account is debited in the amount of the discrepancy. The next month’s benefits, if needed, may also be debited from the recipient’s EBT account to complete the adjustment.

 

The household has 90 days from the date of the debit adjustment notification to request an administrative appeal.

 

·       If the household requests an administrative appeal within 15 days of the date of the debit adjustment notification, the adjustment amount remains in the recipient’s account, pending the administrative appeal. If the recipient loses the appeal, the adjustment amount is recouped from the recipient’s account and credited to the merchant’s account. If there are insufficient funds in the recipient’s EBT account to cover the full recoupment amount, the recipient’s next month’s benefits will be debited to settle the full adjustment amount.
 

·      If the household does not request an administrative appeal within 15 days of the date of the debit adjustment notification, the adjustment amount is credited to the merchant’s account.

 

See also Section 709.17 Replacing Food Destroyed in a Disaster for more information.

 

References: He-W 702.01(b)(4) & (g)-(h); 7 CFR 274.2(g); 7 CFR 274.6